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Customer Experience Management and Contact Center

Customer Experience Management and Contact Center / Management

5 Ways Unifying UC and Contact Center Capabilities Transforms Results

by HR Decision Makers

Efficiency and customer experience (CX) gains are the two most important objectives for most contact center leaders. Achieving both largely hinges on agents’ ability to do their jobs well. Aberdeen’s …

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Customer Experience Management and Contact Center / Management

The ROI of Uniting Unified Communications & Contact Center

by HR Decision Makers

This document highlights how incorporating unified communications (UC) capabilities within the contact center influences operational efficiency and customer experience results.

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Customer Experience Management and Contact Center / Management

The ROI of Modern Fraud Prevention Programs

by HR Decision Makers

This report highlights why contact centers must modernize their legacy approach to fraud prevention.

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Customer Experience Management and Contact Center / Management

The Customer Experience Executive’s Agenda for 2019: Minimize Customer Effort Through Intelligent Journey Management

by HR Decision Makers

This document provides an overview of the top priorities driving CX executive’s agenda in 2019. It also illustrates the key building blocks firms use to minimize customer effort through intelligent …

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Customer Experience Management and Contact Center / Management

CRM in Credit Unions: Better Member Insights Lead to Better Business Results

by HR Decision Makers

This report highlights how savvy credit unions use CRM to ensure loyalty, increase cross-sell / up-sell revenue, and grow overall engagement. Credit unions thrive on meeting and exceeding member needs. …

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Customer Experience Management and Contact Center / Management

Omni-Channel Customer Care: How to Delight Your Empowered Customers

by HR Decision Makers

This report outlines the changes in channel adoption for contact centers and the reasons driving it. It also highlights how Best-in-Class companies build and nurture successful omni-channel programs. Between February …

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Customer Experience Management and Contact Center / Management

Content-Driven Customer Experiences: Optimize Your Content to Elevate Customer Experience Results

by HR Decision Makers

Customer experience has become more than just a buzzword. Companies that truly understand and address the expectations of their current and potential customers achieve far superior results, compared to firms …

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Customer Experience Management and Contact Center / Management

Voice of the Customer: the Modern Way to Minimize Customer Effort & Exceed Buyer Expectations

by HR Decision Makers

What’s the true measure of a business meeting or exceeding customer expectations? It’s the direct and indirect validation customers provide to businesses through their feedback and behavior. Direct validation is …

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  • 5 Ways Unifying UC and Contact Center Capabilities Transforms Results
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